Within the past few weeks I have noticed a heating problem with my laptop. To the point that I did not place the laptop on anything which may possibly ignite. I aslo turned it off when it was not in use. It is hot to the point that it is painful if touched for several seconds.
I called Dell for help. This was a very long, frustrating, and suspicious encounter. These are the numbers in order as I dialed, instructed to dial, or transferred:
866 398-8977, 800 624-9896, 800 695-8133,
800 964-8321, 800 624-9897, 866 398-8977, 866 398-8977 and lastly a transfer connection to a number which the individual stated was "unpublished". Please note the repetition in numbers which I clearly mentioned, "please here is where I've been, etc.".
Beginning at the end connection: When I stated to the person that I had a concern and complaint about the XPS laptop, I was disconnected! Therefore after all the merry-go-round, no one could connected or wanted to talk about my complaint. Unlike their claim to have a Customer Service number, there is NO connection for concerns and/or complaints. And it seems evident that they were instructed not to discuss this issue.
The beginning started with speaking with someone about my laptop over heating. He immediately said it is a "heat sink". We went in several circles while he avoided my specific questions. Finally, it came down to that I could NOT buy a part, I had to send the computer to Dell only. NO clear reason except how wonderful it will be when I get it back. A cost of $199.00. Told this includes shipping and minor repairs as needed. He could not and would not explain why shipping to Dell is the only way to fix my laptop.
If there are other major issues, they will call.
I became very suspicious from the beginning by the orchestrated directives etc, from the representative.
I did a few searches and found page after page of individuals reporting or asking for help fo the same problem with over heating as well with other issues since the XPS hit the market.
Although there are other class action suits against Dell, I did not come across one for this situation. If anyone is aware, please forward the pertinent information.
This is obviously a "manufacturer defect" in materials and/or production. Therefore, being out of warranty or not should not matter just as a recall on vehicles, appliances, etc.
I have no option....NONE...except pay money to Dell for their mistakes. The only way that I may be able to use this expensive lemon of a laptop which turned out to be a disaster. Most importantly, they are waiting until someone is injured and or fire damage, etc. The is a disgrace that they do not accept responsibility for their potentially dangerous Dell manufactured XPS!!!